Why MSI? We thrive on solving challenges. As a leading MGA, MSI combines deep underwriting expertise with insurer risk capacity to create specialized insurance solutions that empower distribution partners to meet customers’ unique needs. We have a passion for crafting solutions for the important risks facing individuals and businesses. We offer an expanding suite of products – from fully-digital embedded renters coverage to high-value homeowners insurance to sophisticated commercial coverages, such as cyber liability and habitational property – delivered through agents, brokers, wholesalers and other brand partners.
Our partners and customers count on us to deliver exceptional service through a dedicated team that makes rapid resolutions a priority. We simplify the insurance experience through our advanced technology platform that supports every phase of the policy lifecycle. Bring on your challenges and let us show you how we build insurance better.
In this role, you will provide high-quality technical support to customers, resolve complex issues related to hardware, software, and network-related issues. You will act as an escalation point for Tier 1 and Tier 2 support. They demonstrate independent work, lead small projects with minimal supervision, lead technical troubleshooting efforts, mentor junior team members, and ensure the highest levels of customer satisfaction and user uptime.
Key Responsibilities:
- Act as the primary escalation point for complex technical issues that Tier 1 support cannot resolve.
- Provide end-user support for desktops, laptops, mobile devices, printers, software applications, and network connectivity.
- Troubleshoot hardware, software, and network-related problems using diagnostic tools and methodologies.
- Maintain and support Microsoft Windows and/or Mac OS environments, including user account and group management.
- Manage Microsoft 365, Active Directory, VPN, RBAC and other enterprise tools.
- Collaborate with IT team members to manage endpoint protection, patch management, imaging, and configuration.
- Document technical solutions and create internal knowledge base articles.
- Assist with system upgrades, software rollouts, and infrastructure projects.
- Act as a site lead to train and mentor help desk and support technicians.
- Participate in on-call support rotation and respond to urgent incidents as needed.
- Recommend process improvements and contribute to overall IT strategy.
Requirements:
- Prefer a bachelor’s degree but not required
- 4+ years of experience in technical support or IT support roles.
- Strong knowledge of Windows/Mac operating systems, Microsoft 365, and Active Directory.
- Experience supporting remote users, VPNs, and mobile devices.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Jira).
- Proficiency with basic networking concepts (TCP/IP, DNS, DHCP).
- Strong problem-solving, analytical, and communication skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Experience with endpoint security tools and patch management platforms is a plus.
- Has at least one of industry certifications such as CompTIA A+, CompTIA ITF+ (IT Fundamentals+) Network+, Microsoft, or ITIL.
- Also, has or can obtain Microsoft Azure Fundamentals and Microsoft 365 Fundamentals within the first year.
Preferred Qualifications:
- Experience with scripting (PowerShell, Bash) or automation tools.
- Exposure to cloud environments such as Azure.
- Familiarity with ITIL framework and service management best practices.
- Previous experience supporting a hybrid or remote workforce.
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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.
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What We Do
BRP is now The Baldwin Group! We’ve updated our name to reflect our unified group of talented teams across the country.
The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since our founding in 2011, we’ve evolved from a local business into a national firm with a vast network of specializations and industry practices for the benefit of our more than two million clients across the country.
In addition, we have built excellent relationships with a wide range of insurance company partners. These relationships, coupled with our entrepreneurial and family-oriented culture, and deep expertise enable us to seamlessly deliver a breadth of innovative solutions to clients.
At The Baldwin Group, we help provide the solutions our clients need to have confidence and gain peace of mind as they pursue what’s possible for themselves, their families, and their businesses. Whether they are renting their first apartment or buying a larger home, opening a small business or taking their company public, we offer solutions to support them on every step of their journey. This has been our story since the beginning—we provide the indispensable expertise and quality insights that give our clients peace of mind to pursue their purpose, passion, and dreams. And that’s what The Baldwin Group will continue to do for years to come: we Protect the Possible℠.
